Manager - Technical Support (Application Security)

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

We’re seeking a Manager- Technical Support to lead a high‑performing global support team across Application Security domain with a strong preference for Black Duck set of products experience. You’ll own outcomes for incident response, escalations, SLAs, CSAT, and knowledge management, while partnering closely with Engineering, Product, and Customer Success. The ideal leader blends deep technical judgement with operational rigor and a people‑first mindset. 

What You’ll Do (Responsibilities) 

• Lead a team of 10 - 15 Technical Support Engineers (L1/L2/L3) across multiple product lines.
• Drive hiring, onboarding, coaching, career development, and performance management.
• Plan/optimize schedules, shift coverage, and on‑call Duty Manager rotations (weekends as needed).
• Own team KPIs: SLA/SLO attainment, CSAT/NPS, backlog health, FRT/TTR/MTTR, reopen and escalation rates.
• Act as the senior escalation point for Severity‑1/Critical incidents; ensure fast, transparent comms.
• Join key customer calls to demonstrate leadership engagement and restore confidence.
• Implement initiatives that reduce repeat incidents and lower reopen rates.
• Champion root cause analysis (RCA) and structured Problem Management to prevent recurrence.
• Standardize triage, severity, and escalation processes; uphold incident command best practices.
• Identify and implement automation/tooling to improve quality and throughput.
• Build and maintain a searchable knowledge base and troubleshooting playbooks with high reuse.
• Partner with Product, Engineering, and Docs to close content gaps and improve self‑service deflection.
• Foster a culture of continuous learning and proactive enablement.
• Represent Support in product/core team reviews; provide closed‑loop feedback on quality and supportability. Collaborate with Customer Success, Professional Services, and Cloud Ops to ensure a seamless customer journey.
• Contribute to release readiness, supportability checklists, and proactive health programs. 

Your Toolkit (Skills & Competencies) 

• Exceptional written/verbal communication; calm under pressure; conflict resolution.
• Data‑driven decision‑maker with continuous improvement mindset (Lean/Kaizen).
• Customer‑centric, empathetic, outcome‑oriented; strong stakeholder management.
• Ticketing: Salesforce, Jira Service Management (or similar).
• Knowledge & collaboration: Confluence, Zendesk Guide, Slack/MS Teams.
• Familiar with ITIL, SRE, incident command, and problem management practices. 

Operational Management Strengths 

• Service Delivery Excellence: Consistent SLO/CSAT performance via disciplined process/runbooks.
• Analytics: Use CSAT/NPS, FRT/TTR/MTTR, backlog and trend reports to prioritize and measure success.
• Workforce Planning: Forecast demand, align skills, and optimize 24×7 shift models.
• Automation & Standardization: Remove toil, raise quality, and increase deflection.
• Incident & Problem Management: Minimize disruption; drive RCA and corrective actions.
• Escalation Management: Urgency, transparency, and executive‑level comms.
• Cross‑Functional Partnership: Collaborate with Engineering/Product/CS/CXO stakeholders for systemic fixes. 

Qualifications 

Minimum 

• 8+ years in Technical Support / Customer‑facing engineering roles.
• 3 - 5+ years leading high‑performing technical teams.
• Bachelor’s in CS/IS/Engineering or equivalent practical experience. 

Preferred 

• Hands‑on with Black Duck or other SCA platforms; broader AppSec/DevSecOps exposure.
• Practical experience with at least one cloud infrastructure (AWS, GCP, Azure), container orchestration (Kubernetes, Docker) as well as programming languages (Python/Java/Go).
• Familiarity with GitOps, standard CI/CD practises and source control management tools (e.g., Git, Bitbucket) for automation initiatives is a plus.
• Proficiency in alerting and observability tools (Opsgenie, New Relic, Grafana etc.) 
• Experience working in mission-critical environments and the ability to manage multiple priorities under pressure in a technically challenging setting.
• Demonstrated strong leadership and collaboration skills with experience working effectively across globally distributed teams coupled with excellent communication abilities to engage with both business and technical senior management.
• Proven analytical and troubleshooting skills in incident management, monitoring, and performance tuning of cloud-native SaaS systems.
• A proactive mindset focused on continuous improvement and effective problem-solving.
• Experience serving enterprise / regulated industries.
• Certifications: PMP, Security+ / CISSP / CISM / CEH / ITIL Foundation (any mix).
• Proven track record implementing automation or support process improvements. 

 Success Metrics (How You’ll Be Measured) 

• SLA/SLO attainment and CSAT/NPS.
• First Response Time (FRT), Time to Resolution (TTR/MTTR), and backlog health.
• Deflection rate (KB and self‑service), reopen rate, and escalation rate.
• Team engagement, retention, and skill progression. 

Work Model & Hours 

• Hybrid with global customer coverage; on‑call Duty Manager rotation (including some weekends).
• Working Hours : EST Hours - IST 5.30 PM to 2.30 AM

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.